Cancellation Policy

Overview

At Zeravilo Luxury Casino Hotels, we understand that plans can change. Our cancellation policy is designed to provide flexibility while ensuring we can maintain our exceptional level of service for all guests. This document outlines our policies regarding cancellations and modifications for various bookings and services at our casino hotels.

Room Reservations

Standard Cancellation Policy

For standard room reservations at our casino hotels:

Cancellations made 72 hours (3 days) or more prior to arrival date: Full refund of any deposit paid.
Cancellations made less than 72 hours prior to arrival date: One night's room rate plus applicable taxes will be charged.
No-shows: Will be charged for the entire reserved stay, up to a maximum of three nights.

Non-Refundable Rate Reservations

If you booked a special non-refundable rate at any of our casino hotels:

These reservations cannot be cancelled, modified, or refunded.
The full payment is collected at the time of booking.
Date changes are not permitted.

Advance Purchase Reservations

For advance purchase reservations at our luxury casino hotels:

Full payment is required at the time of booking.
These reservations are non-refundable and non-transferable.
Date changes are not permitted.

Suite and Villa Reservations

For suite and villa accommodations at our casino hotels:

Cancellations made 14 days or more prior to arrival date: Full refund of any deposit paid.
Cancellations made 7-13 days prior to arrival date: 50% of the total reservation cost will be charged.
Cancellations made less than 7 days prior to arrival date: 100% of the total reservation cost will be charged.
No-shows: Will be charged for the entire reserved stay.

Seasonal and Special Event Periods

During peak seasons, holidays, or special events at our casino hotels, a more restrictive cancellation policy may apply:

Cancellations made 30 days or more prior to arrival date: Full refund of any deposit paid.
Cancellations made 15-29 days prior to arrival date: 50% of the total reservation cost will be charged.
Cancellations made less than 15 days prior to arrival date: 100% of the total reservation cost will be charged.
No-shows: Will be charged for the entire reserved stay.

Special event periods include, but are not limited to:

New Year's Eve (December 29 - January 2)
Monaco Grand Prix weekend (May, dates vary by year)
Singapore Formula 1 weekend (September, dates vary by year)
Dubai World Cup (March, dates vary by year)
Other major events as specified at the time of booking

Group Bookings

For group bookings of 10 rooms or more at our casino hotels:

Cancellations made 90 days or more prior to arrival date: Full refund of any deposit paid.
Cancellations made 60-89 days prior to arrival date: 25% of the total reservation cost will be charged.
Cancellations made 30-59 days prior to arrival date: 50% of the total reservation cost will be charged.
Cancellations made less than 30 days prior to arrival date: 100% of the total reservation cost will be charged.

Please note that group bookings are subject to the terms outlined in the group contract, which may differ from the above guidelines.

Dining Reservations

For dining reservations at our casino hotels' restaurants:

Standard Reservations: May be cancelled up to 24 hours before the reserved time without penalty.
Cancellations less than 24 hours before the reserved time: May incur a cancellation fee of $50 per person.
No-shows: Will incur a fee of $100 per person.

For special dining events, tastings, or chef's table experiences at our casino hotels:

Cancellations made 72 hours or more prior to the event: Full refund of any deposit paid.
Cancellations made less than 72 hours prior to the event: No refund will be issued.

Spa and Wellness Appointments

For spa and wellness appointments at our casino hotels:

Cancellations made 24 hours or more prior to appointment: No cancellation fee.
Cancellations made less than 24 hours prior to appointment: 50% of the service cost will be charged.
No-shows: 100% of the service cost will be charged.

Special Packages and Experiences

For special packages and experiences at our casino hotels (e.g., VIP gaming packages, exclusive events, private tours):

Cancellations made 14 days or more prior to scheduled date: Full refund of any deposit paid.
Cancellations made 7-13 days prior to scheduled date: 50% of the total package cost will be charged.
Cancellations made less than 7 days prior to scheduled date: 100% of the total package cost will be charged.

Making a Cancellation

To cancel or modify a reservation at any of our casino hotels:

Online: Log in to your account on our website and access your reservation details.
Phone: Call our reservations department at +1 800 123 4567.
Email: Send your request to [email protected], including your reservation number and details.

All cancellations should be made through the same channel used for booking whenever possible. For third-party bookings, please contact your booking provider directly.

Exceptional Circumstances

We understand that exceptional circumstances may arise that prevent you from honoring your reservation. In cases of:

Serious illness or injury requiring hospitalization
Death of an immediate family member
Natural disasters preventing travel
Government-issued travel restrictions

Please contact us as soon as possible and provide appropriate documentation. We will review such situations on a case-by-case basis and may offer more flexible cancellation terms.

Travel Insurance

We strongly recommend that guests purchase travel insurance to protect against unforeseen circumstances. Travel insurance can provide coverage for trip cancellations, interruptions, delays, medical emergencies, and more.

Contact Information

If you have any questions about our cancellation policy, please contact our reservations team:

Email: [email protected]

Phone: +1 800 123 4567

Hours: 24 hours a day, 7 days a week